Classification of Client (Customer) Complaints

[DAWELAH]

Dear Members:

Could you please help me to define below subjects in services fields?‎

Major Client Complaint
Minor Client Complaint ‎

And are they enough for complains classification ‎

[Howard Atkins]

What is the purpose of the distinction?

Do you need to change the treatment or speed of reply?

When you know why then it will be easier to define.

I am not sure that there is a need for this distinction

All the best

[Marc]

Let's be clear - By 'Client' you mean 'Customer', correct?

[qusys]

Honestly speaking, I never heard about minor or major complaints from a Customer.
Complaint is complaint , overall in level of service and product provided.
I can think about on time delivery, reliability of the product, and so on.
All the items should be included in the Customer scorecard , used by your Customer to evaluate your level of overall performance.
Sometimes I saw that these item have a different weight in the customer scorecard, but in my opinion you should treat all complaint at the same level of attention and response to fix the root cause of the issue, according the procedure of the corrective action.

In Reply to Parent Post by DAWELAH

Dear Members:

Could you please help me to define below subjects in services fields?‎

Major Client Complaint
Minor Client Complaint ‎

And are they enough for complains classification ‎

[Sidney Vianna]

In Reply to Parent Post by qusys

Honestly speaking, I never heard about minor or major complaints from a Customer.
Complaint is complaint , overall in level of service and product provided.
I can think about on time delivery, reliability of the product, and so on.
All the items should be included in the Customer scorecard , used by your Customer to evaluate your level of overall performance.
Sometimes I saw that these item have a different weight in the customer scorecard, but in my opinion you should treat all complaint at the same level of attention and response to fix the root cause of the issue, according the procedure of the corrective action.

So, if your customer reports a product malfunction which led to a fatality (e.g., unintended acceleration or failure to stop a motor vehicle), would you treat it in the same manner as if the customer was complaining about a cosmetic, dubious, subjective issue? That kind of mind-set could allow for an unsafe product to be left in the market creating on-going risks to consumers.

ISO 10002:2004 does not stipulate the need to categorize customer complaints, but suggests the system to be designed in a way to assess the potential need for immediate response. Product recall could be necessary, in very serious situations.

[Randy]

Minor client complaint = Angry

Major client complaint = Really angry

[Chennaiite]

In Reply to Parent Post by DAWELAH

Dear Members:

Could you please help me to define below subjects in services fields?‎

Major Client Complaint
Minor Client Complaint ‎

And are they enough for complains classification ‎

You(Your Organization) are the better person to decide. There is no standard as such, to the best of my knowledge. Nevertheless, some information on "Services field" (that you are talking about) can help experts come out with ideas.

[arios]

In the industry sector where I serve this classification exists in the manner of reportable and non-reportable complaints.

The ones reportable are those where a patient suffered injury, required additional medical attention, or died. These events need to be reported to the Health department or competent authority of the country where the event took place and are trended and monitored. The analysis of the complaint will also determine the need for Corrective Action. Where deemed appropriate and based on the type of complaints and risk the manufacturer can initiate a Field Action as well (e.g. a recall) and this could be voluntary or mandated per a government authority.

Other complaints where there was a shortcoming in the use of a device are deemed non-reportable, and investigation and where applicable corrective action are implemented.

It all goes back to severity of the events and that in relation to risk management to classify the complaints one way or the other.

Bottom line, you can say that "major" and "minor" complaints in this sector not only exist but their management is also regulated.